Skip to content

Creating a no-touch car buying process

How did we help to keep customers buying cars during Covid disruption?

Brand Name

JCT600

Services Offered

Digital transformation, New product development, UX and UI, Web development

Helping to create a no-touch car buying process during Coronavirus for a £bn car dealership.

Back at the end of 2019, we had already been working with long-time strategic partner JCT600 on a self-serve customer proposition to improve customer experience and operational efficiency of appointments. And then we all know what happened and the proposition instantly had even more product/market fit.

The opportunity to create a self-serve portal came from a period of ethnographic observation across dealer sites in all areas of the business. We spoke to staff and customers across sales and service journeys and mapped the systems and processes that enabled the experiences and where frustrations or opportunities lay.

We ran a series of design sprints to explore the concept of a customer portal; testing in our labs with high fidelity prototypes. Balancing user feedback and business needs we defined the MVP experience that we would roll out in the first release.

The portal essentially serves as a connector of services provided by 3rd party APIs that come together to deliver one overall self serve appointment tool. Our engineers used AWS serverless architecture to optimise performance.



Our Design studio created a refreshed Art Direction for the portal which was then also rolled out to the customer website. Defining design principles, an extended palette and new font ensured the portal looked as good as it was made.



The portal is currently being rolled out in batches and staff trained on the benefits and best practice. Feedback from staff and customers is being fed into the ongoing product development backlog alongside new feature development.

We produced promotional collateral to explain the role of the portal alongside physical retailing changes in providing a Covid safe experience.

Case studies
Delivering an organic food delivery app
Case study
Delivering an organic food delivery app

How might we help people maintain a healthier and happier way of eating?

Continually evolving Hillarys digital presence
Case study
Continually evolving Hillarys digital presence

How do you help a market leader stay relevant in an increasingly competitive market?

A new home for Amnesty
Case study
A new home for Amnesty

How do you galvanise 3 million people to take meaningful action?

Implementing a business-changing platform
Case study
Implementing a business-changing platform

How might we implement a new platform to drive organisational change within Oxfam?

Enhancing Bupa’s digital proposition
Case study
Enhancing Bupa’s digital proposition

How might we align Bupa Dental’s brand and introduce a new affordable subscription model for customers?

Crafting a vibrant digital experience
Case study
Crafting a vibrant digital experience

How might we create a vibrant digital experience for a brand with multiple personalities?

Digitally transforming Manchester Airport Group
Case study
Digitally transforming Manchester Airport Group

How do you digitally transform an airport?

Reimagining the booking experience for Center Parcs
Case study
Reimagining the booking experience for Center Parcs

Create a digital experience befitting of the magic of the Center Parcs woodland experience.

Creating a luxury shopping experience for Bentley
Case study
Creating a luxury shopping experience for Bentley

We worked with Bentley to create a luxury shopping experience in just 12 weeks.

Designing a responsive lightweight experience for ASDA
Case study
Designing a responsive lightweight experience for ASDA

How do you help users find a single product, amongst millions, in under three seconds?

Making Chester Zoo even more engaging for visitors
Case study
Making Chester Zoo even more engaging for visitors

How do you make a world-class visitors attraction even more engaging?